TEAIRA ORLIK

Contact

414-***-****

ad01io@r.postjobfree.com

Milwaukee, WI 53224

Career Objective

Hardworking professional offers demonstrated success in leading teams and managing projects to successful completion. Skilled in problem-solving and conflict resolution, with a strong focus on customer service and satisfaction. Proven track record of developing and implementing successful strategies to optimize performance, increase efficiency, and improve quality.

Experience

VIP INTERIM MANAGER

POTAWATOMI CASINO & HOTEL — Milwaukee, WI

Nov 2022 - Present

Maintained accurate records of financial transactions using software programs such as Red Rock, Patron, PKMS and IGT.

Collaborated with our senior management team in Marketing to develop long-term strategies for organizational growth.

Provided training sessions on new software for our new Casino Host/Concierge Team. (PMS Opera System)

Assisted in the development of short-term goals, objectives, policies, procedures, systems, and processes related to operations management.

Identified areas of improvement in operational procedures by conducting periodic audits.

PLAYER DEVELOPMENT SHIFT MANAGER

POTAWATOMI CASINO & HOTEL — Milwaukee, Wisconsin

Aug 2021 - Nov 2022

Scheduling Departmental Meetings with the Executive Host Team to promote inclusion throughout the department.

Working alongside our Marketing and Promotions team to deliver promotional information to our Guests and assisting the FKC Team.

Conducting monthly Audits to ensure all Executive hosts are staying within compliance with our P&Ps with Guest events on site and off.

Interviewing New Team members and entering in TM Tracking information for existing employees.

Attended conferences and meetings related to player development topics in order to stay current on industry trends.

EXECUTIVE HOST

POTAWATOMI CASINO & HOTEL — Milwaukee, Wisconsin

Jan 2019 - Aug 2021

Working exclusively with our Top Guests and being on call as needed.

Attending Offsite events and performing event reports after the conclusion of all events to reconcile all expenses.

Verifying Guest's Activity and monitoring quarterly events. (Completing NG comps and submitting this information to accounting).

Reconciling all variances with justification to guest's account, reporting findings to the casino compliance team.

Logging information into the Viz Mobile Software to track Guest information as well as tracking off-site events.

FIRE KEEPERS CLUB SUPERVISOR

POTAWATOMI CASINO & HOTEL — Milwaukee, Wisconsin

May 2017 - Jan 2019

Trained, coached, and evaluated employees in order to maximize their performance potential.

Provided customer service and resolved conflicts in a professional manner.

Performed administrative tasks such as filing paperwork, creating reports, entering information in Kronos for TM tracking and conducting yearly reviews.

Managed daily operations of the club including staff scheduling and payroll administration.

Maintained accurate records of attendance for each FKC Team Member.

Organized shift meetings with our team to discuss feedback on services provided by the FKC club.

CASINO HOST

POTAWATOMI CASINO & HOTEL — Milwaukee, Wisconsin

Feb 2016 - May 2017

Developed strong relationships with our VIP guests, understanding their individual needs and preferences to deliver a personalized experience.

Analyzed data trends in order to identify areas of improvement in customer retention strategies.

Ensured that all players had access to the necessary amenities to provide an enjoyable gaming experience while visiting our Solstice lounge.

Consistently communicated with players regarding upcoming promotions, offers and incentives.

Booking hotel reservations for Guests in the PMS computer systems and Opera.

Verifying guest’s account activity, ADT's (Average Daily Theo, confirming eligibility for VIP status and VIP incentives).

FIRE KEEPERS CLUB HOSTESS

POTAWATOMI CASINO & HOTEL — Milwaukee, Wisconsin

Sep 2004 - Feb 2016

Greeting Guests upon entry into the Casino.

Signing Guests up for our Fire Keepers Rewards Card and explaining the promotions/incentives for being a club member.

Working with the Promotions department and assisting with weekly promotions at the club booth. Explaining in detail how the weekly promotions run and confirming validation dates for each individual promotion.

Answering calls and data entry (Computer systems include Patron Management, IT Advantage, PKS, and Kronos).

Demonstrated excellent customer service skills by anticipating guest needs.

Resolved customer complaints and conflicts in a courteous and timely fashion.

Utilized strong organizational skills when handling multiple tasks simultaneously.

Education

HIGH SCHOOL DIPLOMA

June 2001 MILWAUKEE HIGH SCHOOL OF THE ARTS — Milwaukee WI

Skills

Office Organization

Creative Thinking

Sales Strategies

Customer Needs Assessments

Employee Performance Reviews

Customer Service

VIP SERVICE INTERIM MANAGER

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